How quality assurance can help identify vulnerable customers

Vulnerable customers are hard to define, hard to legislate for and even harder to identify. This is reflected in much of the diagnosis and provision targeting vulnerability in the financial sector. Consequently, a company's responsibility to ensure appropriate levels of care for their vulnerable customers has become a high priority for the Financial Conduct Authority (FCA). Customer vulnerability that is based on clear disability - such as blindness and deafness - is clearly identified by most firms. Vulnerabilities that are less tangible - including those arising from age-related condit...